Answers for Usual Questions

Strong note: mind tone, don’t use informal words

What do you know about TSP?

"Thank you for asking. I've done some research on The Software Practice, and I'm
excited about the opportunity to potentially join your team. From my understanding,
The Software Practice is a leading company in the software development industry,
known for its focus on delivering innovative solutions to clients. The company has a
reputation for fostering a collaborative and inclusive work environment that
encourages continuous learning and professional growth. I've noticed that The
Software Practice values a DevOps culture, emphasizing the integration of
development and operations to streamline software delivery and improve efficiency.
This approach aligns well with my career aspirations and passion for optimizing the
software development lifecycle.

Furthermore, I've learned that The Software Practice has a track record of successfully
implementing modern technologies and best practices in cloud computing,
automation, and infrastructure management. This not only reflects the company's
commitment to staying at the forefront of industry trends but also presents an
exciting opportunity for me to contribute and expand my skills in these areas.

What do you know about Application Support?

Application support is a critical function within the realm of software development,

and it involves assisting users and maintaining the smooth operation of software
applications. From the job description you've provided, I've gathered a comprehensive
understanding of what application support encompass a range of tasks. These include
resolving reported issues and incidents promptly, which requires a combination of
strong problem-solving skills and an analytical mindset. Application support also
involves fulfilling service and change requests, documenting and tracking incidents
and requests, and providing progress reports. This documentation is vital for
maintaining transparency and accountability throughout the support process.

I've noticed that a significant aspect of application support is collaboration. The role
requires close coordination with various teams, particularly the development and
testing teams, to ensure that application defect fixes, enhancements, and patches are
properly tested and deployed in the production environment. Additionally, conducting
user requirement analysis for application enhancements showcases the role's
involvement in understanding and aligning with user needs.

Regular system maintenance and upgrade activities, such as monthly maintenance

and hotfix deployments, are part of the application support function. This
demonstrates the need for proactive management and staying up-to-date with the
latest updates and improvements to ensure the application's reliability and security.

Moreover, the job description emphasizes the importance of communication and

collaboration skills. Effective interaction with both internal and external stakeholders
of all levels is essential to address issues, propose improvements, and contribute to
project requirements.

In terms of technical skills, I understand that proficiency in SQL is required to

construct basic SQL queries, which aids in investigating and addressing database-
related issues. Additionally, a comprehensive understanding of users' interfaces,
client-server environments, web technology, operating systems (Unix & Windows),
databases, and middleware is crucial to comprehending the application's entire
ecosystem.

Overall, I'm excited about the opportunity to contribute my problem-solving skills,

analytical mindset, and strong communication abilities to the application support
function at The Software Practice. I believe my technical proficiency, combined with
my proactive and self-driven work approach, aligns well with the requirements
outlined in the job description.

Examples:

a. Incident Response: Deloitte's AMS team is alerted to a critical incident where a

client's e-commerce website experiences unexpected downtime. The team
immediately investigates the issue, identifies a server configuration error, and
resolves it promptly, minimizing the impact on customer experience and revenue
generation.

b. Performance Optimization: Deloitte's AMS team works with a client to optimize their
supply chain management application, which was facing slow response times during
peak hours. By optimizing database queries and introducing caching mechanisms, the
team significantly improves application performance, enabling more efficient supply
chain operations.

c. Continuous Improvement: Deloitte's AMS team collaborates with a client's finance

department to enhance their financial reporting application. Through regular feedback
and iterative improvements, the team introduces new reporting functionalities,
reducing the time taken for financial analysis and providing better insights for
decision-making.

d. Security Compliance: Deloitte's AMS team ensures that a client's human resources
application is compliant with data protection regulations. By implementing encryption,
access controls, and regular security assessments, the team strengthens the
application's security posture, safeguarding sensitive employee information.
 Basics
1. Introduce yourself
Hello, my name is Paul, and I graduated from Singapore Management University last
year. I have a deep passion for problem-solving and innovation, which has fuelled my
interest in exploring opportunities in the technology industry. I believe that the
intersection of technology presents dynamic and challenging opportunities that can
drive meaningful change and value creation.

Throughout my academic journey, I have been fascinated by the transformative

power of technology. From blockchain to artificial intelligence, these advancements
have the potential to revolutionize how services are delivered, enhancing efficiency,
security, and accessibility. I am driven by the idea of leveraging technology to create
innovative solutions that address complex business challenges.

In addition to my academic pursuits, I have actively sought out client-facing roles in

the past, which allowed me to witness firsthand how technology can enhance the
client experience. These experiences have also helped me to realise the importance
of a positive workplace environment, one that fosters growth, encourages
collaboration, and embraces innovation. It is this passion for technology and its
potential to drive positive change that draws me to Deloitte and its long-term
opportunities.

Outside of work, I am an avid experimenter in the culinary department. Exploring new

recipes and trying diverse cuisines in Singapore excites me, as it parallels my passion
for technology and innovation. Just as technology can create unique experiences for
individuals, I strive to create memorable moments for those around me through my
culinary experiments. This effort reflects my belief that innovation extends beyond the
digital realm and into our daily lives, where every experience can be enriched and
personalized.

2. Why Deloitte?

First and foremost, The Software Practice has a reputation for fostering a collaborative
and innovative work environment. Your emphasis on continuous learning and
professional growth resonates with me, as I'm dedicated to staying current with
industry trends and expanding my skill set. The opportunity to work in an environment
that values these principles is something I'm truly excited about.

Moreover, I'm drawn to The Software Practice's commitment to DevOps practices. The
emphasis on integrating development and operations to streamline software delivery
and enhance efficiency reflects the modern approach I'm passionate about. This role
would allow me to contribute to a culture that aligns with my skills and interests in
optimizing the software development lifecycle.

Your company's dedication to cutting-edge technologies is also compelling. From what

I've gathered, The Software Practice is known for implementing best practices in cloud
computing, automation, and infrastructure management. These areas align closely
with my background and desire to work with the latest tools and techniques. I believe
that contributing to projects that embrace these technologies would not only be
professionally fulfilling but also align with your company's pursuit of excellence.

3. Why this role?

I'm truly excited about the prospect of taking on the DevOps entry role at The
Software Practice. This position aligns perfectly with both my professional background
and my career aspirations.

First and foremost, I've always been passionate about bridging the gap between
development and operations to enhance the software development lifecycle. The
responsibilities outlined in the job description, such as providing application support,
coordinating with cross-functional teams, and deploying enhancements to the
production environment, resonate deeply with my desire to optimize software delivery
processes. I believe that by contributing to these areas, I can not only help streamline
operations but also contribute to a culture of continuous improvement.

The opportunity to work on regular system maintenance and upgrade activities,

including hotfix deployments, is particularly appealing. These tasks require a keen eye
for detail and a proactive mindset to ensure that applications run smoothly and
securely. This aligns well with my strength in identifying potential issues before they
become critical and my dedication to maintaining high standards of performance.

Furthermore, I find the user requirement analysis for application enhancements

intriguing. Understanding user needs and translating them into technical solutions is
both challenging and rewarding. It allows for a deeper connection between technology
and end-users, which I find personally fulfilling.

4. Why should we hire you?

You should hire me because I bring a unique combination of skills, experience, and
passion that make me a great fit for the DevOps role. My background in stakeholder
management and technology has provided me with a solid foundation in
understanding and effectively communicating technical concepts to diverse
audiences.

Throughout my career, I have successfully collaborated with both internal and

external stakeholders, ensuring that projects are executed smoothly and expectations
are met. My attention to detail and problem-solving abilities have allowed me to
identify and address issues proactively, contributing to the overall efficiency and
success of projects.
What sets me apart is my genuine passion for driving positive outcomes. I am
motivated by the opportunity to contribute to TSP's mission and values, and I am
excited about the challenges this role offers. I thrive in dynamic environments and
find joy in overcoming complex challenges. I am confident that my adaptability and
dedication will allow me to make an immediate impact and add value to the team.

5. Run me through your resume (Generally run through applicable experiences)

To start with my experience in technology, some of the coursework I undertook back in

university exposed me to basic coding using python and data analysis using SPSS, R,
Excel. These technologies allowed me to see exactly how powerful technology can be if
leveraged correctly!

This made me actively pursue internships and roles in the tech space and I landed an
internship at Pace Enterprise which was a BNPL startup. (Share about Pace). My role
there was not really a technical one, it was as a Customer Experience Intern. However, I
got the chance to work alongside a team of software developers and the work they do
really inspires me. This experience allowed me to see how the theoretical knowledge I
have learnt was being applied to real world scenarios and allowed me to partake a little
during their SDLC where I got familiar with the JIRA/Hubspot ticketing system, creating
user stories for UIUX.

The other two roles were more client-facing sales roles. They imparted me with some
valuable lessons. On skills like project management, relationship/ stakeholder
management.

cross-functional collaborations with technology teams, working closely with software developers and IT
professionals to align business objectives with technical capabilities. This experience allowed me to bridge
the gap between sales and technology, leveraging my interpersonal skills to communicate customer needs
and requirements effectively.

My most recent tech experience at the top of my mind would be my time as a production
management analyst at Wiley Edge.

Wiley Edge students are trained to have an aptitude for learning and problem solving in a
highly technical environment. Additional training focusses on relevant technologies, typical
financial systems, and core business knowledge.
- in-depth discussions about production support activities, including but not limited to ITIL,
monitoring, DevOps, SRE, incident management and disaster recovery.

- Proficient in Python programming, capable of creating basic programs with user input,
utilizing common data structures and implementing a flow of control

- Experienced in utilizing MySQL for executing CRUD operations on relational databases

stored in a MySQL server

GitHub · Software Development Life Cycle (SDLC) · ITIL · Service Level Management ·
DevOps · Site Reliability Engineering · MySQL · Linux · Jenkins · Agile Methodologies ·
Python (Programming Language)

Monitoring system health (parameters like CPU utilization, memory usage, disk space,
network traffic, response times, server uptime, error rates)

Resolving incidents (application downtime, slow response time, errors and crashes,
security breach)
Investigating past incidents (RCA, investigate cause of the down time, and then work with
a myriad of solutions like optimizing database queries, improving code efficiency,
reallocating your resources, etc)

Managing the release process for new versions of software (GitHub, GitLab, Git
collaboration)

Automating and enhancing workflows (implementing CI/CD tools to automatically build,

test, deploy codes, | performance monitoring, self-service portals)

Working closely with business stakeholders to resolve issues with technical systems and
applications. Work is tracked using ‘tickets’.

You’ll also regularly communicate with other technical teams including vendors, developers
and infrastructure on release management and issue resolution
While my resume shows a lot of sales and business development, I have always been
fascinated by the transformative power of technology and its potential to drive business
growth and innovation. Throughout my career, I actively sought opportunities to
incorporate technology into my work and stay updated on the latest trends and
advancements.

In my sales roles, I consistently explored digital tools and platforms to enhance customer
engagement and streamline processes. For instance, I implemented customer relationship
management (CRM) software to track and manage leads effectively, resulting in improved
sales conversions and enhanced customer satisfaction. I also utilized data analytics to
identify market trends and develop targeted strategies that contributed to revenue growth.

Moreover, my experience in sales and business development has honed my ability to identify opportunities,
negotiate effectively, and build strong client relationships - all of which are vital in the technology industry. I
have a proven track record of adapting to changing market dynamics and driving results in a fast-paced
environment, skills that are highly transferrable to the dynamic and innovative nature of the technology
sector.

While I may not have a direct technical background, my passion for technology and its potential to drive
business growth, coupled with my proven sales and business development skills, make me well-equipped
to contribute to the technology industry. I am eager to leverage my existing expertise, embrace new
learning opportunities, and collaborate with technology professionals to achieve innovative solutions and
drive positive change.

Personality / Culture
1. Tell me about a challenge you had and how you solved it?

Situation: During my internship at Pace, I was tasked with leading an onboarding

project to set up a knowledge database that would help induct future interns and
employees into the company. Although I had no prior experience with this kind of
project, my manager had set a series of KPIs for me to achieve by the end of my
internship.

Task: As I began working on the project, I realized that the scope was quite large and
ambiguous, and the goals set by my manager were too ambitious. Although I was able
to meet the weekly goals, I felt that the quality of the work was lacking, and that we
could streamline the project to achieve better results.

Action: I decided to address my concerns with my team and my manager. I proposed

a new project outline that was better aligned with our goals and timeline. I explained
my reasoning behind the proposed changes and presented the new timeline. My
manager took some time to review the outline, and after careful consideration, she
agreed that the initial goals were too ambitious. She accepted the new timeline and
the revised project outline.

Result: Thanks to the new project outline and timeline, my team was able to set up a
strong knowledge base that was still being utilized when I left the company. By
communicating my concerns and proposing an alternative solution, I was able to
improve the quality of the work while still meeting the project goals. This experience
taught me the importance of communicating effectively and adapting to changing
circumstances in order to achieve the best possible outcomes.
- Too vague: Too many product offerings, some were not relevant (script)
- Streamlined: Focused on specific product offerings (categories)

2. Tell me about a time you had conflict with a colleague or teammate

S: During my time at Pace Enterprise, I was working as part of a team in a previous

role with a co-worker who had a very different style of working compared to myself.
He was a very slow and methodical worker, whereas I am very fast and diligent.

T: Early on during the project, our workstyles clashed which resulted in progress being
hindered.

A: I felt it was my responsibility to speak to him to try and reach a compromise for the
sake of the project. I sat down with him and explained how I felt our different
workstyles were causing an issue, I asked him what he felt I could do to help the
project progress better.

R: He explained that he needed to take his time with some tasks because he was very
methodical. I listened to what he had to say before coming up with a plan that we
could both work with.

S: The plan I suggested was that I should focus on time-sensitive tasks while he could
concentrate on more technical matters that needed in-depth analysis which were very
methodical.

T: By analyzing the conflict and using a compromise-based approach to deal with it,
we were able to ensure that the project was finished on time and to the right
standard.
- Our tickets came with different priorities, the bigger tickets came with technical
issues that required analysis

3. Tell me about a time you conducted excellent customer service

Situation: During my time working as a Customer Support Representative at

XYZ company, I received a call from a customer who was experiencing some
technical difficulties with our software. The customer was frustrated and
stressed out as she was in the middle of an important project and needed to
get the issue resolved as soon as possible.

Task: My task was to listen to her concerns, empathize with her, and provide
her with a solution that would solve her problem.

Action: I began by introducing myself and empathizing with the customer's

frustration. I actively listened to her concerns and identified the root cause
of the issue. After a thorough investigation, I discovered that her software
needed an update that she hadn't yet installed. I walked her through the
steps of the update, making sure she understood the process and that her
issue had been resolved. I also took the extra step of providing her with a
few tips and tricks to prevent similar issues from happening in the future.

Result: The customer was very happy with my assistance, and she took the
time to write a heartfelt email thanking me for my help. She mentioned that
my friendly demeanor and willingness to help her in her time of need made
her feel like she was truly valued as a customer.

Overall, this experience taught me the importance of active listening and

empathy when it comes to providing excellent customer service. By taking
the time to truly understand and address the customer's concerns, I was
able to provide a solution that not only solved her technical issue but also
left her feeling heard and appreciated.
4. What mistakes have you made? (underlying question is how you solved it and what
you learned from it)

Situation: In a previous project, I was working with a new client who wanted
us to clean their existing data for further processing. I promised them a
turnaround time of two weeks, assuming that my team could handle the
workload.

Task: My team and I worked diligently on the project, but we faced

unforeseen challenges that caused us to fall behind schedule. We ultimately
ended up delivering the project a week later than promised, which caused
delays down the processing line and left the client unhappy.

Action: We apologized to the client and reassured them that we would take
steps to ensure that this mistake wouldn't happen again. I personally
realized that it's always better to under-promise and over-deliver. I made a
mental note to be more cautious in managing client expectations and to
include extra time for unforeseen circumstances in my project planning.

Result: In the next project I worked on, I told the client we would deliver in
four weeks, which was a more realistic timeline. We ended up delivering in
three weeks, and the client was thrilled with the result. They even
commented on how impressed they were with our communication
throughout the project, which I attribute to the lessons I learned from the
previous project.

Overall, this experience taught me the importance of being transparent with

clients about project timelines and managing expectations from the outset.
It also showed me the value of taking responsibility for mistakes and using
them as opportunities for growth and improvement.
 4. A to B to C
- I initiated contact to C through A to apologize for the delay
- Cleaning the data  transforming raw collected data into meaningful information
o Clearing away invalid results
o Calculating the averages/ highs and lows/ percentages of whole
o Compiling them by their categories/ regions

5. Tell me about a time you failed

Situation: During my time as a sales associate at Revolution, the company rolled

out some new KPIs that were fairly aggressive, including a 20% growth target for
our lists. This was a difficult target, and I didn't know how to achieve it.

Task: I continued to focus on my other KPIs and didn't try to figure out how to meet
the 20% growth target. After two weeks, my manager asked about my progress, and I
had to admit that I hadn't done anything differently.

Action: My manager immediately tasked me with coming up with three possible ideas
to grow the list and sending them to her by the end of the next day. I realized that I
had to break down the problem into smaller steps and focus on achievable goals. So, I
brainstormed and came up with a few ideas, and my manager helped me refine them.
I implemented a few ideas but started too late in the month, and I only achieved 10%
growth, failing to meet the goal.

Result: I learned that I should never ignore something that feels too big and that I
should try to break it down into more achievable steps or reach out for help. This early
experience turned me into someone who is conscientious and effective when it comes
to pursuing new goals. The next month, I continued to try new things and achieved a
22% growth, exceeding the target.

Through this experience, I realized that failure is not giving up without trying
everything reasonably possible. I learned to break down problems into smaller steps
and focus on achievable goals. I now approach difficult tasks with more confidence
and am not afraid to ask for help when needed.

6. Tell me about a time you showed leadership.

Situation: During my last semester, my team and I were tasked with giving a big
presentation to a prospective client for a data analysis project that involved a lot of
research ahead of time.

Task: The professor assigned different tasks to members of my team, including giving
the youngest member a chance to give the presentation. However, the project never
really got moving, and members were struggling with their assigned tasks.

Action: I took the initiative and asked my team about their concerns and gave
everyone an opportunity to share their input. After carefully considering everyone's
opinions, we ended up switching a few people around based on our individual
strengths and weaknesses. I made sure to keep everyone informed about the new
action plan, and we continued to communicate openly throughout the project.

Result: Our project progressed smoothly, and we completed our tasks within the
deadline. When the time came for the real presentation, we were fully prepared, and
we nailed it. We landed the client, and our project is still used as an example by our
professor today. I'm proud of how my team came together, and I believe that our
open communication and willingness to help each other were key to our success.

Takeaway: This experience taught me the importance of open communication and

effective teamwork in achieving goals. As a leader, it's crucial to listen to everyone's
concerns and take into account their opinions and feelings. By doing so, we can work
together to achieve the best possible result

7. Overcome difficult problem

Situation: At Pace Enterprise, I was working on a time-sensitive project with a team of

5 other people when 2 members contracted COVID. This left us short-staffed for the
remainder of the project, which posed a difficult challenge that needed to be
overcome.

Task: Our task was to complete the project on time, despite being short-staffed.

Action: To overcome this challenge, we sat down as a team and brainstormed ideas. I
suggested that we all commit an extra hour each evening after work for the duration
of the project, which would give us an extra four hours each week to work on the
project. Additionally, I recommended that we outsource some of the more technical
tasks to contractors online, which would save us time and guarantee that the project
would be finished on time.

The team agreed to my plan, and we all committed to the extra hours for two weeks.
During this time, I made sure to check in with everyone regularly to ensure that they
were still on board with the plan and to see if we needed to make any adjustments.

Result: Thanks to our collective effort and commitment, we were able to complete the
project on time and to specification. The extra hours and outsourcing allowed us to
pick up the slack caused by our missing team members and ensured that the project
was delivered as promised.

What I learned: This experience taught me the importance of being proactive and
adaptable in the face of unexpected challenges. By suggesting a new plan of action
and ensuring that everyone was committed to it, I was able to help our team
overcome a difficult problem and complete our project successfully.Overall, I believe
that my ability to work collaboratively and come up with creative solutions to
problems makes me well-suited for the customer success role at MyDoc.

8. What are your strengths?

I find it easy to concisely communicate ideas that are complex. Many of the academic
projects under Psychology involved deep-diving into complex areas of scientific literature
to come up with a presentation which even a layman can understand. This skill is
applicable not only to technical areas but also interpersonal areas as well. I find it easier
than my peers to articulate my way around conflict which has given me success in many of
my past experiences and has really helped to shape who I am today.

My greatest strengths include my ability to build strong relationships with clients, my

attention to detail, my problem-solving skills, and my ability to collaborate effectively
with internal and external stakeholders. I am also highly adaptable and able to learn
new concepts and technologies quickly, which has enabled me to excel in a variety of
roles.

9. WORK TOGETHER

Situation: During my time as a project team leader in my previous internship, I was

assigned to oversee a cross-functional team responsible for developing and
implementing a new customer relationship management (CRM) system for our
organization. The team consisted of members from different departments, each with
their own priorities and areas of expertise.

Task: The task at hand was to ensure effective collaboration and coordination among
team members, allowing them to work together seamlessly towards the successful
implementation of the CRM system.

Action: To promote effective teamwork, I took the following steps:

1. Establishing clear goals and expectations: I held an initial team meeting to

discuss the project's objectives, timelines, and the importance of collaboration.
By setting clear expectations, team members understood the shared vision and
the significance of their collective efforts.
2. Encouraging open communication: I created a supportive environment where
team members felt comfortable expressing their ideas, concerns, and
suggestions. I organized regular team meetings, providing opportunities for
everyone to share updates, challenges, and insights. Additionally, I encouraged
open communication channels through tools like instant messaging and shared
collaboration platforms.
3. Recognizing and leveraging individual strengths: I recognized the unique skills
and expertise each team member brought to the project. By acknowledging
their contributions, I fostered a sense of value and ownership within the team. I
delegated tasks based on each person's strengths, ensuring they felt engaged
and motivated to excel in their respective areas.
4. Addressing resistance and conflicts: I encountered some resistance from team
members due to differences in opinions or conflicting priorities. To overcome
these challenges, I facilitated open discussions and encouraged active listening.
By acknowledging and understanding diverse perspectives, we were able to find
common ground and reach consensus on key decisions. Additionally, I
implemented a structured conflict resolution process to address any conflicts
that arose in a constructive and respectful manner.

Result: Through effective leadership and fostering a collaborative environment, we

successfully completed the project on time and within budget. The CRM system was
implemented smoothly, leading to improved customer engagement and streamlined
operations. The team members developed strong working relationships, and the
success of the project boosted their morale and confidence in working together on
future initiatives.

In summary, by employing clear communication, recognizing individual strengths, and

addressing resistance and conflicts, I was able to facilitate effective teamwork and
achieve successful outcomes in implementing the CRM system.

10. IMPACT OTHERS

Situation: In my previous role as a team leader, our department was facing significant
budget cuts due to financial constraints within the organization. As a result, I had to
make a difficult decision that impacted my team members.

Task: The task was to evaluate and implement necessary cost-saving measures while
minimizing the negative impact on the team's morale and productivity.

Action: To address this situation, I took the following approach:

1. Gathered information and assessed the situation: I thoroughly analyzed the

budgetary constraints and the potential implications of various cost-saving
options. I considered both short-term and long-term effects on the team's
workload, job security, and overall well-being.
2. Transparent communication: I scheduled a team meeting to openly discuss the
financial challenges and the need for cost reductions. I explained the situation
honestly, providing a clear picture of the financial realities we were facing. I
encouraged team members to share their concerns and ideas, emphasizing the
importance of their input in finding a viable solution.
3. Collaboration and involvement: I involved the team in the decision-making
process by seeking their input on potential cost-saving measures. By involving
them, I ensured that their perspectives were considered, and they felt
empowered and included in the decision-making process. This approach helped
foster a sense of ownership and collective responsibility for finding solutions.
4. Fairness and empathy: I recognized the impact of the decision on individuals
and demonstrated empathy throughout the process. I carefully considered the
potential consequences for each team member and sought ways to mitigate
negative effects, such as exploring alternative work arrangements or
redistributing responsibilities to minimize additional stress.

Result: By employing a transparent, collaborative, and empathetic approach, we were

able to make difficult decisions that minimized the impact on team morale and
productivity. Although there were challenges and initial concerns, the team
appreciated being involved in the decision-making process and felt supported
throughout the implementation of the cost-saving measures. Despite the changes, we
were able to maintain a positive work environment and achieve our targets within the
revised budget.

In summary, when faced with the need to make a difficult decision that impacted
others, I prioritized transparent communication, collaboration, fairness, and empathy.
This approach helped me navigate the challenges while minimizing the negative
impact on the team's well-being and productivity.
 11. DEADLINE

Situation: In my previous position as a project team leader, I was assigned a major

campaign that involved managing multiple tasks simultaneously. The campaign
included developing content, coordinating with design teams, managing social media
promotion, and organizing events—all with strict deadlines.

Task: The task was to effectively manage these various tasks and ensure timely
completion of each component to meet the campaign's overall timeline and
objectives.

Action: To handle this situation, I took the following approach:

1. Prioritization and task breakdown: I began by breaking down the project into
smaller, manageable tasks and prioritizing them based on urgency and
dependencies. This allowed me to have a clear understanding of the tasks at
hand and their relative importance.
2. Establishing a timeline and milestones: I created a detailed timeline with
specific milestones for each task. This helped me visualize the project's progress
and set interim goals to track my progress effectively.
3. Utilizing project management tools: I leveraged project management tools such
as Trello or Asana to create task boards and organize the different components.
I assigned due dates, added descriptions, and attached relevant files to each
task, providing clarity and structure.
4. Regular progress tracking: I scheduled regular check-ins with myself to review
the status of each task. During these check-ins, I assessed the completion
percentage, identified any potential bottlenecks, and made necessary
adjustments to ensure tasks remained on track.
5. Communication and collaboration: I maintained open lines of communication
with team members involved in different aspects of the campaign. Regular team
meetings and updates allowed us to align our efforts, share progress, and
address any challenges collectively.
6. Flexibility and adaptability: As new information or priorities emerged, I remained
flexible and adjusted my task priorities accordingly. This ensured that I could
accommodate changes without compromising the overall project timeline.

Result: By employing these strategies, I successfully managed the various tasks

involved in the campaign and completed everything within the required time. The use
of project management tools helped me maintain a clear overview of the project's
progress, and regular check-ins allowed me to address any issues promptly. The
campaign was executed smoothly, and all components were delivered on time,
contributing to its overall success.

In summary, when faced with a project involving multiple tasks and strict deadlines, I
relied on prioritization, task breakdown, project management tools, regular progress
tracking, effective communication, and adaptability. These strategies allowed me to
manage my time effectively and ensure the timely completion of all tasks, resulting in
successful project outcomes.
 1. Strong digital acumen: I have developed a solid understanding of digital
technologies, trends, and their application in business. Through my coursework
and personal projects, I have gained knowledge of concepts like artificial
intelligence, data analytics, digital marketing, and user experience design. This
foundation enables me to quickly grasp new digital concepts and contribute to
the implementation of digital initiatives.
2. Adaptable and eager to learn: As a recent graduate, I bring a fresh perspective
and a strong desire to continuously learn and grow. I am excited to stay
updated on the latest digital advancements, industry best practices, and
emerging technologies. I am open to acquiring new skills and applying them in
real-world scenarios to support the CDO department's objectives.
3. Analytical and data-driven mindset: I possess strong analytical skills and the
ability to derive insights from data. I can leverage data analytics tools to identify
trends, assess performance, and make data-driven recommendations to
optimize digital initiatives. This skillset enables me to contribute to the
measurement and improvement of key performance indicators, helping the
department make informed decisions.
4. Collaboration and teamwork: I value teamwork and understand the importance
of collaboration in achieving digital goals. Through group projects during my
studies, I have experience working in diverse teams and effectively contributing
to achieve shared objectives. I can collaborate with stakeholders across
different functions, bridging the gap between technical and non-technical teams
to drive successful digital projects.
5. Strong communication skills: I have honed my communication skills through
presentations, group discussions, and written reports during my academic
journey. I can effectively articulate complex digital concepts to both technical
and non-technical stakeholders. This skill allows me to convey ideas, influence
decision-making, and build strong relationships within the CDO department and
across the organization.
6. Passion for customer-centricity: I strongly believe in putting the customer at the
center of digital initiatives. I have studied user-centric design principles and
conducted user research exercises during my studies. I am eager to apply these
skills to ensure that digital solutions meet customer needs, enhance
experiences, and drive positive outcomes for both the organization and its
customers.

12. What are your weaknesses?

I find it hard to say no to people. This is a problem of mine because I realize that I always
say yes to everything, even when I do not have the capacity to do so. In the past, I have
sometimes been overwhelmed by taking on too much responsibility. This is a weakness I
am still working on. Now before I say yes to somebody’s request to take on more, I will
take my time to access my own workload to make sure that I do have the capacity to do so
first in case my own work gets affected as a result.

One of my greatest weaknesses is that I tend to be overly self-critical, which can

sometimes affect my confidence. However, I have learned to manage this by seeking
feedback from others and focusing on my strengths and accomplishments.
Additionally, I am always open to constructive criticism and feedback, which allows
me to continuously improve and grow.
Experience

1. Tell me more about your experience at XXX

2. What has been your best work achievement to this point in your career. What made
this achievement important?

3. How would you approach a new teammate with different ideas?

Situation: In my previous job as a team leader, I often encountered new members who
had different ideas and perspectives on how to approach a project.

Task: My task was to make sure that every team member's voice was heard and
considered, and to ensure that the team's final decision was the best one.

Action: When a new member came to me with a different idea, my first step was to
listen actively to what they had to say. I asked them to explain their idea in detail, and
I made sure to give them my full attention. After they had explained their idea, I
would try to clarify any points that were unclear or that needed further elaboration.
Once I had a good understanding of their idea, I would share it with the rest of the
team during our next meeting.

Next, I would encourage the team to discuss the new idea and to provide constructive
feedback. I made sure that everyone had an opportunity to speak and that all opinions
were considered. If there were any disagreements or concerns, I would address them
in a respectful and open manner.

Finally, I would work with the team to come up with a final decision that took
everyone's ideas and concerns into account. Sometimes this meant incorporating the
new member's idea into the final plan, while other times it meant finding a
compromise that satisfied everyone.

Result: By taking this approach, I was able to create an environment where everyone
felt heard and valued. It also led to better decision-making and more successful
outcomes. One specific example was when a new team member suggested using a
new software tool that I was not familiar with. I listened to their suggestion and did
some research on the tool. After discussing it with the team, we decided to give it a
try, and it turned out to be a great addition to our workflow.

In conclusion, my approach to working with new members with different ideas

involves active listening, open discussion, and a collaborative decision-making
process. This approach has resulted in better outcomes and a more positive work
environment.

4. What excites you about the tech space?

a. Great that you gave examples from your past experience
b. Great that you linked back to the current company
Others
1. Where do you see yourself in 5 years?
a. Don’t be afraid to say that u want to explore other areas while in the company
b. Lastly, to share a little bit more about myself, the number one thing I am
looking for in a career is the space to grow and learn. I believe that SGX has
the amenities and functions for me to achieve tha. If there is anything I took
away from university, it would be that with the right attitude – you can quite
literally learn anything. What’s important then is how you cultivate and master
it.

Good questions to ask

1. What are the attributes you look for in candidates for this role?
2. Based on my background, what do you think the biggest challenge for me will be
when I join the team.
3. Tell me more about the team that I’m attached to for this role?

Tell me about a time you had a disagreement with a manager and how you handled it?
“My last boss was very focused on both transparency and teamwork—he wanted us to
know not only what everyone was working on, but also how well or badly we were doing.
During team meetings, we’d have to talk about what we’d done in the past week, but he’d
also take the opportunity to give us feedback in front of the group—both good and bad.
During a new team member’s first team meeting, he tore into him for a graph he’d created,
telling him how hard it was to read because the colors clashed, and wondering—to the
entire group—how he’d gotten hired as a data analyst. The person who’d made the graph
looked really upset, and said quietly that he was colorblind. The boss immediately
apologized. I had an urge to call out my manager for putting him on the spot like that—but
I knew that wouldn’t be the best approach.

“At the end of the meeting, I asked if he had a few minutes to hang back, and he did. So I
said something like, ‘I definitely didn’t think you would’ve said that if you knew he was
colorblind, but it brings up something I wanted to share with you. I've found it really tough
when we hear things like that for the first time in this meeting.’ I wanted to make it clear I
wasn’t attacking this specific mistake, just sharing how I’d felt.

“He was cold at first, but I could tell he didn’t want to escalate things, so we went back to
our desks. The next day, he sent an email to our team, apologizing for the incident the day
before. He thanked me privately for bringing it to his attention and asked me to work with
him to send out an anonymous manager feedback form so he could identify other ways to
grow. Meetings were a lot less stressful after that.”

Questions to ask in an interview?

1. What are some of the biggest challenges facing the customer success and
operations team at Deloitte currently?
2. How does Deloitte measure success for its customer success and operations
team?
 3. Can you describe the onboarding and training process for new team members?
4. What is the company culture like at Deloitte, and how does it support the
success of its employees?
5. Can you tell me more about the career growth opportunities for someone in this
role?
6. How does the team work cross-functionally with other departments within the
company?
7. What is the typical workday like for someone in this role?
8. Can you share any upcoming projects or initiatives that the customer success
and operations team will be working on?
9. What are some of the biggest priorities for the company in the next 12 months,
and how will the customer success and operations team contribute to achieving
those goals?
10. Is there anything you would like to know more about me or my
background that we haven't covered yet?

PARAMETERS:
1. CPU Utilization: The percentage of CPU resources being used at any given time.
High CPU utilization could indicate a need for more processing power or
potential performance issues.
2. Memory Usage: Monitoring the amount of RAM being utilized helps identify
memory leaks or situations where additional memory might be required.
3. Disk Space: Keeping track of available disk space is crucial to prevent storage
issues that can lead to system failures or application crashes.
4. Network Traffic: Monitoring network bandwidth usage helps detect bottlenecks,
identify potential security threats, and optimize network performance.
5. Response Time: Tracking response times for applications and services helps
assess their performance and detect potential slowdowns or bottlenecks.
6. Server Uptime: Monitoring the duration of uninterrupted server operation helps
ensure system availability and reliability.
7. Error Rates: Tracking the frequency of system errors, application crashes, or
failed processes can identify issues that need immediate attention.
8. Service Availability: Monitoring the availability of critical services and
applications ensures that they are accessible to users when needed.
9. Connection Counts: Tracking the number of concurrent connections to servers
or applications helps manage resource allocation and capacity planning.
10. Security Events: Monitoring security-related events and logs helps detect
potential security breaches or unauthorized access attempts.
11. Application Performance Metrics: Monitoring specific application-related
metrics, such as page load times or transaction completion rates, helps assess
the overall health of the application.
12. Database Performance: Keeping an eye on database performance metrics,
like query execution times or locks, helps optimize database performance and
prevent data-related issues.

Examples:
1. Incident: Application Downtime Resolution: Investigate the cause of the
downtime, whether it's due to server issues, network problems, or application
bugs. Work with the IT team to restore the application and implement measures
to prevent similar incidents in the future, such as redundancy setups or
improved error handling.
2. Incident: Slow Application Response Time Resolution: Analyze the root cause of
the slow response time, which could be caused by database performance,
 inefficient code, or high server load. Optimize database queries, improve code
efficiency, or allocate additional resources to address the performance issue.
3. Incident: Application Errors or Crashes Resolution: Identify the reasons behind
the application errors or crashes. Debug the code to find and fix the bugs
causing the issues. Conduct thorough testing before deploying the updated
version to ensure the problem is resolved.
4. Incident: Security Breach or Unauthorized Access Resolution: Investigate the
security breach, assess the extent of the damage, and take immediate action to
mitigate any further risks. Implement additional security measures, such as two-
factor authentication, security patches, or intrusion detection systems, to
prevent future breaches.
5. Incident: Data Loss or Corruption Resolution: Identify the cause of data loss or
corruption, whether it's due to hardware failure, human error, or software
issues. Implement data recovery procedures to restore lost or corrupted data,
and implement regular backups to prevent future data loss.
6. Incident: Application Integration Failure Resolution: Collaborate with the
integration team to identify the integration issues, troubleshoot the
connections, and ensure that data is flowing correctly between different
systems. Implement monitoring tools to detect integration failures proactively.
7. Incident: Application Performance Degradation after an Update Resolution:
Investigate the recent update and identify the changes that caused the
performance degradation. Roll back the update if necessary and work with
developers to fix the issues and perform thorough testing before deploying the
update again.
8. Incident: Service Level Agreement (SLA) Violation Resolution: Review the SLA to
identify the areas of violation and communicate with the stakeholders about the
steps taken to address the situation. Implement performance improvements
and regular reporting to meet SLA requirements in the future.

OPTIMIZING

"In my previous role as a technology analyst at Pace Enterprise, I was responsible for
managing and optimizing the support process for the application. During my time
there, I identified several areas for optimization and successfully implemented
process enhancements that significantly improved efficiency and productivity.

One of the key areas I focused on was incident management. I noticed that the
incident response time was often delayed due to manual triaging and routing of
tickets. To address this, I proposed the implementation of an automated ticketing
system that would automatically assign incidents to the appropriate support teams
based on predefined criteria, such as the department affected or the severity level. By
streamlining the incident routing process, we reduced the average response time by
30%, leading to faster issue resolution and increased client satisfaction.

Another area I identified for improvement was the reporting system. The existing
setup generated numerous false alerts, leading to alert fatigue and the risk of actual
issues being overlooked. To tackle this, I collaborated with the operations team to
fine-tune the reporting thresholds and implement more safeguards. As a result, we
reduced the number of false alerts by 40% and gained better visibility into genuine
performance issues, allowing us to proactively address potential problems before they
escalated.
Furthermore, I observed that the application support team spent a significant amount
of time manually performing repetitive tasks, such as running routine health checks
and generating daily reports. To free up their time for more strategic activities, I
proposed the adoption of Robotic Process Automation (RPA) for these routine tasks.
By implementing RPA bots, we automated these activities, saving the team an
average of 15 hours per week, which they could then invest in tackling more complex
challenges and exploring further process improvements.

Overall, my ability to analyze processes critically and identify pain points, combined
with my proactive approach to implementing practical solutions, has allowed me to
drive tangible improvements in efficiency and productivity. I look forward to bringing
these skills and experiences to the Application Management Analyst role at Deloitte,
where I am confident that I can make a positive impact on optimizing processes and
delivering exceptional service to clients."